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CLUS17: Contact Center Reporting : Cisco Unified Intelligence Center

I’m making contact back from Cisco Live with many interesting things to show and tell, so I decided I would write small pieces of the information I digested from the conference.

I will start it off by mentioning where to locate the presentation that was used for this session, to follow along with all the things that I will be covering. Eventually all videos on the session will be uploaded to the ciscolive.com on Demand Library

The Session

The Main Highlights

Reporting is one of the reasons if not the main reasons to have a Contact Center Solution in place in my opinion. Its very easy to route calls to agents and have clients just waiting for their turn to talk to an agent. I know its easy to disagree with this one because User Experience is also a great reason to have such solution.
This time around CUIC is making an interesting change, not in the looks but in the usability for Call Center supervisors and stakeholders that need to get reports from its Contact Center.

Is no that CUIC is getting a huge upgrade, since we are already used to see the new interface from 11.5 -> but this time is more of a makeover and an upgrade to the UX/UI experience.

The Reports

Net Promoter Score Reports – This report is looking to give an easy to read report to the Supervisor running it:

Customer Effort Score and First Call Resolution Report are some of the new inclusions to get more into your Contact Center solution. At the end of the day Easy to Use + Simple make a great team when talking about Contact Center Solutions.

“Revolutionizing the Reporting experience” or the Pretty Reports IMHO

Which I believe is where all eyes should have been since the inclusion of CUIC from previous releases, this time, Pie charts, Bars, Donuts and more pretty inclusions are integrated now into the new 11.6 CUIC server. Also reports are intended to be easier to generate and easier to read.

Here an example, stolen from the PPT presentation

Now, where is my Wallboard?

And yes, it just made perfect sense that Wallboards should have been included into the CUIC Reporting Solution. This time I think its easier than just having to bring a third party product just to show how many calls are in queue. Nothing against third parties, I think some do an incredible job, but it was about time that this feature was included into your Contact Center experience from the beginning.

With the help of Permanent Web Links, getting basic Wallboard is now possible

What to look forward to?

The presentation is loaded with a bunch of information that I think will make the difference over this short blog post, and adding to it, the recording that should show up in about 2 or 3 weeks should help following along the presentation.

The other main thing I think is the configuration and the visual of all these new enhancements. I look forward to the new release and begin playing with the new reports, when that happens expect to see some blogging action 🙂

About the Author:

Andres Sarmiento, CCIE # 53520 (Collaboration)
With more than 13 years of experience, Andres is specialized in the Unified Communications and Collaboration technologies. Consulted for several companies in South Florida, also Financial Institutions on behalf of Cisco Systems. Andres has been involved in high-profile implementations including Cisco technologies; such as Data Center, UC & Collaboration, Contact Center Express, Routing & Switching, Security and Hosted IPT Service provider infrastructures.

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